Good (And Bad) Service

Posted: July 1, 2014

Double Click

Rarely do I write about a bad customer experience, a lesson I learned 14 years ago when I was just starting out.


At that time, I wrote about a product downloaded and enjoyed by many; however, I found that it recorded and sent browsing information to retail chains.  


Many readers communicated their thanks and uninstalled the program. Within two weeks, I received an email from their corporate lawyer threatening a lawsuit.


I did not respond and a week later, their counsel sent me a free copy of their paid application and asked that I install and reevaluate it, then immediately issue a retraction. If I refused, I faced their team of corporate lawyers.  


I had written about the free version of the app, which was all the rage. So, I installed the paid app and checked it thoroughly. It was as pure as the driven snow, worked great and sent no information to the retailers.


However, I did not trust the situation, so I uninstalled the paid version, reinstalled the free application and tested again. It still sent my browsing information to about 25-30 retailers.


To prove my point, I recorded all the information I could. I took screen shots with dates of the test, a video of the install along with the testing procedure and made a list of all of the retail stores involved. I sent this via email to the attorney, including the information the app had gathered about me during the one-day test.


The email stated that if they decided to sue me and force a retraction, I would; however, I added that I would include all of this information in my final column.   


I never heard another word.


I do, however, enjoy writing about good customer service.


My Google Nexus 7 — which I mentioned 10 months ago — started having an issue, so I called Google’s toll-free customer service line. After reaching the correct department, I was informed of the 5-10 minute wait.


Soon after, Logan answered the phone, asked my name and a few other verification questions.


Within five minutes, we were on the way to resolving the issue; he sent me an email with three possible fixes. He also told me that my one-year guarantee would be up in six weeks. However, Google has a policy stating if you call in a problem before your guarantee period is up, they will continue to help you until the issue is resolved, including replacing the device, if needed.  


Can you believe that kind of customer service and backing by this large of a company? I can’t.

Contact Ron Doyle at ron@doubleclicks.info